Chat desktop
The guide for agents taking chats — going available, holding several at once, the customer pane, getting help, and closing a chat properly.
The Chat desktop is where you answer customers who are typing rather than talking. It is the text counterpart to the Voice desktop, and the two work the same way in the ways that matter: chats are routed to you, you do not pick them from a list, and your availability decides whether any arrive.
One difference shapes everything else. Chat is concurrent. A phone call is one at a time; chats are not, and you will usually be holding two or three at once. Most of what this guide covers follows from that.
Getting started
Going available, the five things the empty desk tells you, and how many chats you can hold at once.
Handling a chat
Reading the conversation, sending a reply, and what the marks under your messages mean.
Customer and assist
The right-hand pane: who you are talking to, what they contacted you about before, their case, and the AI's suggestions.
Getting help
Bringing a colleague into the chat privately, without the customer seeing.
Closing a chat
Closing with a reason, leaving a comment for whoever picks the customer up next, and moving a chat to a phone call.
Reference
Every state, mark and status on the desk, in one place.